I signed up for casino heroes, deposited 50 euros and won 400 euros. When I made the payout, I received a message that a payout is not possible because I have a self-exclusion in another casino. I wonder why I can register, deposit and play. This is a total fraud

Habe mich bei casino heroes angemeldet 50 Euro eingezahlt und 400 Euro gewonnen. Bei der Auszahlung habe ich eine Nachricht bekommen, dass eine Auszahlung nicht m?glich ist, da ich in einem anderen Casino einen selbsausschlu? habe. Da frage ich mich warum kann ich mich anmelden, einzahlen und spielen. Das ist der reinste Betrug

Dear Kalbim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked list of Hero Gaming Limited (casino owner) brands, and this is what I found https://herogaming.com/:

Could you please advise if you have closed any accounts, or requested a self-exclusion in the past from any of those, abovementioned casinos? If yes, could you please forward any relevant communication to [email protected]?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes, I have applied for self-exclusion from speedy casino, I do not deny this. But how should I know that heroes casino is one of them? Above all, I could register, deposit without end, nobody answered, but when I withdraw I get the message: we cannot withdraw because they are blocked in a sister casino. Then registration and playing should not be possible from the outset

Ja, ich habe einen selbsausschlu? bei speedy casino beantragt, dies streite ich nicht ab. Aber woher soll ich wissen das heroes casino dazu geh?rt? Vorallem k?nnte ich mich anmelden, Einzahlen ohne Ende da hat sich niemand gemeldet, aber bei der Auszahlung bekomme ich die Nachricht, : wir k?nnen nicht auszahlen, weil sie in einem Schwestercasino gesperrt sind. Dann sollte die Anmeldung und das Spielen von vornherein nicht m?glich sein

Thank you very much, Kalbim, for your reply and for forwarding all the relevant communication. I have checked Speedy Casino Responsible Gaming section, and this is what I found https://www.speedycasino.com/en/responsible-gaming:

"Self-exclusion

We provide a self-exclusion facility which can be activated by the player themselves by clicking here when you are logged on to your account, or by contacting [email protected]. A self-exclusion means that your account will remain closed for 1 month, 3 months, 6 months or indefinitely.

Prior to confirming your self-exclusion request, you will be provided with information regarding the consequences of self-exclusion. Should you decide to self-exclude, we encourage you to consider extending your self-exclusion to other remote gambling operators where you have an active account. Any undetermined bets at the time of your self-exclusion will be settled in the normal way, according to the normal timescales and, if subsequently applicable, winnings will be paid out. Any self-exclusion cannot be undone during the agreed period of self-exclusion and your account will not be reactivated under any circumstances during the exclusion period.

To reopen your account after the self-exclusion has expired, a written request must be submitted to [email protected] after which we will help you return to the website with our standard procedure.

For additional information about how we treat self-exclusion, such as potential closure of other accounts on sites managed and operated by the license holder, please visit the Terms and Conditions section. As per our license obligations, if you state that you have gambling problems, you will automatically be excluded from other websites managed or operated by us. This will occur no later than 24 hours after your initial self-exclusion request has been received by us. During the period of self-exclusion, it will NOT be possible to reopen the account and any requests to do so will automatically be rejected. You will also be removed from all marketing material.

We also recommend installing software that allows you to block your internet access to gambling websites. Filtering Systems can be found in the last section of this page."

Could you please confirm that you have created an account with Casino Heroes with the same email address and personal information as the one with Speedy Casino? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Thank you in advance.

Dear Kalbim,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"But after weeks I was able to open an account at a sister casino again. I was able to deposit nicely, but when it came to the withdrawal, my account was suddenly closed."

Kalbim, could you please confirm that you have created an account at Casino Heroes with the same email address and personal information as the one at the Speedy Casino? Thank you in advance for your reply.

Additional comments from the player:

"Ich konnte aber nach Wochen wieder ein Konto bei einer Schwester casino er?ffnen. Ich konnte sch?n einzahlen aber als es um die Auszahlung ging wurde mein Konto pl?tzlich geschlossen."

Kalbim, could you please confirm that you have created an account at Casino Heroes with the same email address and personal information as the one at the Speedy Casino? Thank you in advance for your reply.

Dear Kalbim,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint again.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.